Ivanti Best Practices - UAT Testing - Test Cases - Ivanti Service Manager - Ivanti Asset Manager - HEAT - a19 Consulting - Ivanti Professional Services

UAT Test Script Case Example

One of the biggest issues with writing UAT test cases, is knowing where to start and insisting on using the software. The fact is, you do not need access to Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and in fact it is encouraged not to use ISM at all when devising UAT Test Scripts.

Writing UAT Test Scripts for ISM HEAT is not unlike writing a letter to a long lost friend. At first you don’t know where to start, the first few words are tough to get out. But as you start writing, and you focus on the subject matter, the words turn into sentences, paragraphs, and pages.

Same goes for UAT Test Cases. Start simple, and remember, it’s about defining test cases for day-to-day job functions, not system testing of software, features, or functionality.

For example, if you were to write use cases for a kitchen, you would make a list of all the use cases (criteria if you will), such as Making Breakfast, Making Lunch, Coffee, Washing Dishes, etc. You don’t need to have a kitchen, and you don’t need to cook an omelette to document a use case for breakfast. All you need to do is visualize the steps, intended input, and expected results. High level, bullet form. Anything more becomes training documentation.

In this case, steps would be prepare ingredients, follow recipe, cook, season to taste, and eat. Input would be your ingredients, output is an omelette. The case steps to cook may reference a combination of training materials (how to crack eggs, mix ingredients, recipe steps if you will) and standard operating procedures, aka SOPs (using the stove, properly food handling, storage, etc). Training materials and SOPs are important references, however separate from UAT Test Script Cases.

As you can see, UAT Test Cases should be simple, high level, and do not require ISM HEAT access, and shouldn’t be confused with Training Materials or SOPs. You should consult Subject Matter Experts (SMEs), the end users, to ensure you have covered all the possible scenarios. In this example, this would be the chef. In the real world this could be the Service Desk Manager, Service Desk Analyst Lead, Storage Techs for Asset Scanning and Storage Management, Procurement Lead for Accounting, Purchase Order related cases, and so on.

Last but not least, your focus should be on Test Case Scenarios, not features, functionality, or software. That’s System testing. We’re not testing the recipe or stove’s every button and dial. We are constructing high level use cases and scenarios, of day-to-day operations.

If you’re looking for sample ISM UAT Test Cases and Scripts from the a19 Consulting – Ivanti Best Practice System then be sure to contact us! We’ve been providing HEAT (now Ivanti Service Manager) Professional Services since 1996 and can help!

Ivanti Asset Manager 101

Ivanti added their Asset Manager product (IAM) into Ivanti Service Manager (ISM) in late 2019 with the 2019.3 release. While a new product to some, and definitely a huge learning curve for many ISM customers, Asset Management is not a new concept to ISM.

Ivanti Asset Manager IAM Asset Scanner Procurement CMDB Configuration Item CI Software Inventory Product Catalog Contracts Invoices Purchase Orders Scan Log Storage Entitlement ITAM Asset Management

Back in the HEAT for Windows (HFW) days under Bendata ownership, that’s right, going back over 20 years now, “Asset Tracking” was accomplished with the HEAT Ticketing System, now called HEAT Classic (by Frontrange Solutions) or HEAT Call Logging, using Profiles, subsets, and detail screens until configs were introduced and then later the HEAT ITSM introduced the CMDB (Configuration Management Database Base) which consists of CI‘s (Configuration Items) such as Services, Software, Enterprise Applications, Servers, Computers, and other hardware, and complimenting Service Request Offerings, Workflows, and Automation, as well as integration with Discovery Tools such as SCCM, EPM, and others.

Fast forward to 2020 and Asset Management takes a front-seat, especially now with Covid-19 and work-from-home projects. The new interface combines IAM into ISM, hence the introduction of new business objects with the ivnt (Ivanti) pre-fix, new roles (Asset Administrator, Asset Manager), new CI type for Software Product, as well as General Assets, Un-managed Assets, Infrastructure, and Peripheral Device that combines some of the previous CI Types for “peripherals” into one.

The new business object structure and ERD takes some time to study and getting used to, especially since the ITxM (ITSM/ITAM) architecture has been combined over time, with some FRS (Frontrange Solutions) prefixes, such as the revamped Product Catalog (FRS_Price_Item), and the standard naming convention (without prefix), and ivnt prefixes. On top of that there are legacy and legacy discovery (DSM) business objects (which are partially used by the EPM and SCCM integrations). Software Asset Management (SAM) becomes even more convoluted as there are new workspaces, legacy workspaces, and depending on which discovery tool you’re using, there may be a subset of workspaces and objects. Plus SAM is closely integrated with Contracts and Purchase Oder now.

Procurement has gone through major improvements as well, and Contracts, Purchase Orders, and their respective line items, plus Invoices added. This can be a project of its own, and can be integrated with your ERP or accounting system.

Asset Scanning with the Asset Scanner Mobile app is another major feature introduced that allows your Storage Manager’s (another new role) to scan assets into inventory, check them out, do floor sweeps of inventory, and track stock levels as well as shipments for orders.

Understanding, implementing IAM, and doing so correctly and efficiently, can be a daunting task.

Before you waste time, energy, and resources, be sure to contact a19 Consulting for Ivanti Professional Services, the testimonial from the latest of many Asset Manager installations speaks for itself.

Ivanti Service Manager support for Mobile Notifications

Ivanti Service Manager (HEAT) has two options for sending mobile notifications.

 

Release Schedule – Ivanti Service Manager for On-Premise Deployments

Below is the planned release schedule of Ivanti Service Manager for On-Premise Deployments.

2018.1.1  –  Now Available.  You can download here Ivanti Service Manager 2018.1.1 Download

2018.3.1  –  Planned December 2018

2019.1.1 – Planned April 2019

2019.3.1 – Planned October 2019

The information presented here is for informational purposes only and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality on a specific date.

Zapier Integration

Zapier is a web-based service that allows you to integrate web applications.

Ivanti Service Manager HEAT ITSM Zapier Integration
Ivanti Service Manager HEAT ITSM Zapier Integration

With Ivanti Service Manager 2017.3.1 onward you can now trigger the creation of an Incident, Change, Request, Service Request, or Incident note from other supported Zapier integrations such as a Google Sheet, Excel Spreadsheet, Google Calendar, Twitter, Chatbot, etc.
You can also trigger an integration when a new Incident, Change Request, or Service Request is created, for example, trigger the creation of a Google Calendar Entry when a Change Request is created or a Service Request is created (Computer Loaner Service Request for example).
The Zapier Pricing model is by # of Zaps (Integrations)  and Tasks, starting at $25 USD per month.

Ivanti Service Manager HEAT ITSM Zapier Integration Pricing
Ivanti Service Manager HEAT ITSM Zapier Integration Pricing

 

Relevancy Searching

Ivanti Service Manager 2017.1 onward uses a new “model” for relevancy searching.
For example if you search Incidents for a customer with the keyword Consultant your search may NOT be in the order of your list view however if you use double quotes for specific phrases such as “Consultant” then your search will be in the correct order.
The solution is to add a Global Constant as outlined here:

Defining a New Global Constant for Full Text Search Relevancy

Customers who want to roll back the Full Text Search Relevancy to the older model used for releases prior to Ivanti Service manager 2017.1, must define a new Global Constant. Changing the settings for the global constant will either enable or disable the feature. For information about how to create a global constant see Creating a Global Constant.

Parameter Description
Name FullTextSearchRelevanceRanking

Enter the name for the constant exactly as shown.

Value False

False disables the new model and reverts the search relevancy to 2016.x functionality. Set the Value to True to enable the newer functionalityThe value for the global constant.

Type Boolean
Description Revert search behavior

Follow The Sun

There are several ways to configure Follow The Sun with Ivanti Service Manager.

You can use Dashboards to view your Region’s Queue’s.  Workflows can be configured with your organization’s re-assignment criteria.

For example, at the end of business day in APAC, EMEA, and the Americas, HEAT SM can reassign unassigned tickets to the next region.

Ivanti Service Manager Follow The Sun Dashboard
Ivanti Service Manager Follow The Sun Dashboard

Ultimately you will want to keep your Follow the Sun configuration as simple as possible and focus on workflow for unassigned tickets, tickets in triage, and assigned tickets.  Additional criteria to consider are Priority, Ticket Classification, and Service Level Agreements (SLA’s).

Typically I hold a 2 hour workshop with my clients do review and streamline their follow-the-sun process and develop a solution with Ivanti Service Manager.

Feel free to Contact Me to schedule an Ivanti Service Manager ITSM Audit to review your system and processes.